First Southern Community Bank has long tried to differentiate itself as, "your friendly, hometown bank." However, the bank president has been concerned about a number of recent customer service complaints. Which of the following approaches would probably be best to get a feel for how friendly her employees really are to customers?
A. employee focus-group interview
B. mail questionnaire of a sample of current customers
C. mystery shopper
D. experiential research
E. an Internet based community study
Answer: C
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Which of the following diversity issues is true in the U.S. workforce?
A. Gay and bisexual male workers earn 10 percent to 32 percent more than equally qualified heterosexual counterparts. B. Literacy has ceased to be an issue among American workers. C. The median age of the American worker is at its lowest level in history. D. By 2060, the white population is projected to change from 77.5 percent in 2014 to 68.5 percent, African Americans from 13.2 percent to 14.3 percent, Asians from 5.4 percent to 9.3 percent, Hispanics or Latinos from 17.4 percent to 28.6 percent, and American Indian/Alaskan Native from 1.2 percent to 1.5 percent. E. Workers ages 55 and older are expected to make up over one-half of the labor force in 2024.
What is convergence? What kind of challenges does it present?
What will be an ideal response?
A pitfall to avoid in pursuing a differentiation strategy is
A. meeting and exceeding the meaningful gaps in quality, performance, service, and other attractive differentiating attributes offered by rivals. B. choosing a product offering that supports buyers' indifference to rival brands' offerings. C. trying to differentiate on the basis of attributes or features that are easily and quickly copied. D. spending on activities to differentiate the company's product to enhance profitability. E. charging a premium price for the differentiating features.
What are periods of time having some specified level of opportunity for the customer to make changes called?
Fill in the blank(s) with the appropriate word(s).